The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 13, 2009
Filed:
Jul. 05, 2001
Illah Nourbakhsh, Pittsburgh, PA (US);
Tyler Morse, Brisbane, CA (US);
David Andre, Berkeley, CA (US);
Ofer Matan, Palo alto, CA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Tyler Morse, Brisbane, CA (US);
David Andre, Berkeley, CA (US);
Ofer Matan, Palo alto, CA (US);
Other;
Abstract
A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.